Service Level Agreement

Owned by Jonas Hallensleben
Last updated: Dec 01, 2021 by Remie Bolte
2 min read

CollabSoft provides customer support for all apps listed on the Atlassian Marketplace and the Monday.com Apps Marketplace. If you find yourself in need of support, you can create a support request using the Service Desk customer portal. 

Customer Support policy

It is our intention to respond to support requests within 1-3 business days (excl. official Dutch holidays). Our office times are Monday to Friday, 9AM to 5PM CET. We will try our best to help you solve the problem, but cannot guarantee that we can provide a solution for each specific issue.

App support includes help with issues during installation, upgrades and app usage. It does not include training, help with Atlassian or Monday.com product issues, support for older non-supported versions of the app or non-english support requests. We will try to help customers without a valid and current license on a best-effort SLA without any guarantees of solving the issue.

Atlassian product compatibility policy

CollabSoft apps are only supported for Atlassian products that have not yet reached End of Life status. Please consult the Atlassian Support End of Life Policy page for a list of currently supported product versions.

In terms of Atlassian product compatibility for supported Atlassian product versions, we adhere to the requirements listed in the Atlassian Marketplace Partner. Unfortunately, it is impossible to continue to provide support for breaking changes in Atlassian products. As such, breaking changes to (private) Atlassian product API will result in the release of a new version of the add-on and retirement (End of Life) of previous add-on versions. It is strongly recommended to make sure CollabSoft apps are used in combinations with the latest version of Atlassian products.

CollabSoft apps are released with a [MAJOR].[MINOR].[PATCH] versioning scheme, also known as Semantic Versioning. Backwards compatibility is only guaranteed for [PATCH] versions. Breaking changes may be introduced in [MAJOR] and [MINOR] versions without providing an automated upgrade path and without prior warning.

List of official Dutch holidays 2020-2025

  • New Years Day (January 1)

  • Easter Monday (April 13 2020, April 4 2021, April 17 2022, April 9 2023, March 31 2024, April 20 2025)

  • Kingsday (April 27)

  • Ascension Day (May 21-22 2020, May 13-14 2021, May 26-27 2022, May 18-19 2023, May 9-10 2024, May 29-30 2025)

  • Pentecost Monday (June 1 2020, May 23 2021, June 5 2022, May 28 2023, May 19 2024, June 8 2025)

  • Christmas (December 25-26)

Last updated: December 1, 2021